2+ years of team leadership experience in Client Success or related client-facing roles, preferably in SaaS or enterprise software.
Proven ability to coach and develop team members while holding them accountable to performance standards.
Strong problem-solving skills with a focus on providing solutions to leadership.
Positive and professional attitude, capable of modeling this for the team.
Excellent written and verbal communication skills.
Experience with reporting, metrics, and operational processes such as accounts receivable and credits.
Familiarity with Salesforce or similar enterprise CRM systems.
Ability to manage multiple priorities in a fast-paced environment.
Responsibilities
Lead the Client Success Managers, focusing on proactive client engagement and retention.
Conduct regular 1:1 meetings to coach and support team members.
Manage team performance through reviews, goal setting, and development planning.
Approve vacation requests while ensuring team coverage.
Monitor weekly performance metrics and address any gaps promptly.
Identify trends in client attrition and serve as an escalation point for issues.
Review team metrics for accuracy and participate in monthly reporting with senior leadership.
Oversee accounts receivable collections and support the AR team in reviewing aging reports.
Administer the credit program, ensuring proper documentation and approval processes.
Manage module removal requests and oversee the dormancy process for clients.
Collaborate with Sales to enhance retention efforts and resolve renewal issues.
Step in for escalated client conversations as necessary.
Benefits
Opportunity for professional development and growth within the company.
Collaborative work environment with a focus on team success.
Access to company resources and tools to enhance client engagement.
Regular performance reviews to support career advancement.
Flexible work hours to accommodate team needs.
Full Job Description
Job Details: Client Success Supervisor Jonas Club Markham, ON
POSITION
The Client Success Supervisor leads the day-to-day operations of a team of Client Success Managers, ensuring consistent outbound client engagement, strong retention results, and accurate reporting. This role oversees team performance and development, and also owns key client success processes: dormancy and offboarding, module removals, the credit program intake, and accounts receivable follow-up. The Supervisor reports to the Senior Director, Client Success & Support.
JOB RESPONSIBILITIES:
Provide day-to-day leadership of the Client Success Managers, setting expectations and keeping the team focused on proactive outbound client engagement and retention.
Hold regular 1:1s with each Client Success Manager to coach, support, and address challenges.
Manage team performance, including performance reviews, goal setting, feedback, and development planning.
Review and approve vacation requests, balancing individual needs with team coverage.
Monitor weekly activity and performance results, including call activity and outreach outcomes, and address gaps promptly.
Monitor client attrition, identify trends, and be an escalation point for the Client Success Managers.
Review team-prepared metrics for accuracy and participate in a monthly reporting review with the Senior Director, Client Success & Support.
Oversee accounts receivable collections and aging invoices, and meet monthly with the AR team to review the aging report and support collections efforts.
Administer the credit program by ensuring all credit requests are properly submitted, documented, and recorded for review and approval by the Senior Director, Client Success & Support.
Oversee module removal requests, including reviewing requests and signing removal agreements in PandaDoc.
Manage the monthly dormancy process by confirming the correct clients are identified for dormancy and that Client Success Managers complete offboarding accurately and on time.
Collaborate with Sales to coordinate retention efforts and resolve issues that threaten renewal.
Step in on escalated or at-risk client conversations when needed.
JOB QUALIFICATIONS:
2+ years of experience leading a team, ideally in Client Success, Account Management, or a related client-facing function in SaaS or enterprise software.
Demonstrated ability to coach, develop, and hold team members accountable to performance standards.
Strong problem-solving skills, with a track record of bringing solutions rather than problems to leadership.
Positive, professional attitude and the ability to model it for the team.
Strong communication skills, both written and verbal.
Comfort working with reporting, metrics, and operational processes (AR, credits, contracts).
Familiarity with Salesforce (or another enterprise CRM system).
Ability to manage competing priorities in a fast-paced environment.
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Business Unit: Jonas Club
Scheduled Weekly Hours: 37.5
Number of Openings Available: 1 Worker Type: Regular
